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The first impression in a fine-dining restaurant. A study of C Restaurant in Tampere, Finland

Author

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  • Amelia Maria

    (Taylor’s University School of Hospitality, Tourism & Culinary Arts, No.1 Jalan Taylor’s, Subang Jaya – 47500, Selangor, Malaysia)

  • Garg Anshul

    (Taylor’s University, School of Hospitality, Tourism & Culinary Arts, No.1 Jalan Taylor’s, Subang Jaya – 47500, Selangor, Malaysia, Tel: +6-03-56295432, Mobile: +6-012-6415676)

Abstract

Food business has become a popular trend for entrepreneurs these days. However, it seems that many entrepreneurs do not know how important is the first impression and the services offered to their guests. Consequently, many restaurants have a generally poor service, and therefore, many are closed as soon as they are opened. This study concerns more on how the first impression works in a fine-dining restaurant; hence, restaurateurs will able to know how to build on a customer’s good first impression. Previous studies, experts’ opinions, and the theories related to the topic of this study were referred and used in this study. The study was carried out in restaurant ‘C’, located in Tampere, Finland. Samples were collected from the guests who visited the restaurant ‘C’. This study contributes new knowledge regarding the first impression, and how it affects the customers’ decision behaviour as well as three different types of service clues (mechanic, humanic, and functional clues) and how they influence the customers’ perception.

Suggested Citation

  • Amelia Maria & Garg Anshul, 2016. "The first impression in a fine-dining restaurant. A study of C Restaurant in Tampere, Finland," European Journal of Tourism, Hospitality and Recreation, Sciendo, vol. 7(2), pages 100-111, July.
    • Handle: RePEc:vrs:ejothr:v:7:y:2016:i:2:p:100-111:n:4
    DOI: 10.1515/ejthr-2016-0012
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    References listed on IDEAS

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    1. Grandey, Alicia A. & Fisk, Glenda M. & Mattila, Anna S. & Jansen, Karen J. & Sideman, Lori A., 2005. "Is "service with a smile" enough? Authenticity of positive displays during service encounters," Organizational Behavior and Human Decision Processes, Elsevier, vol. 96(1), pages 38-55, January.
    2. Mohr, Lois A. & Bitner, Mary Jo, 1995. "The role of employee effort in satisfaction with service transactions," Journal of Business Research, Elsevier, vol. 32(3), pages 239-252, March.
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